With so many people working from home due to the pandemic, local internet providers are extremely busy supporting their customers. Tommy Trojan & Associates (TT&A) provides internet access to many homes in the LA area. On average, 60 customers call TT&A per hour. The inter-arrival times are exponentially distributed. The customer first waits on hold until one of TT&A’s 20 Phone Technicians is available. The Phone Technicians works with customers an average of 15 minutes (exponentially distributed) to resolve the customer issue. Required:
a. What is the utilization of the phone technicians?
b. How long do customers usually wait to speak to a phone technician (in minutes)?
c. For just the Phone Tech Support, how many customers are waiting and in process?